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JOB TITLE: Service & Support Engineer

DEPARTMENT: Technical Services

DATE: November 2021

FLSA: Exempt

Essential Duties and Responsibilities:

  • Provide technical support for customers on the use of Proveris solutions and help maintain the company’s knowledge base of customer support issues, especially in regard to database and Oracle issues.
  • Coordinate product installation schedules with customers, the field service team and manufacturing personnel
  • Work with customers to develop and execute product deployment plans including installation and operational qualifications for our solutions, and remote database/workstation setup and configuration.
  • Train customers on the proper use of software and equipment, and on routine maintenance.
  • Coordinate with customers for the performance of scheduled maintenance services.
  • Provide customer feedback to other functional areas of the company including sales, management, product development, and manufacturing.

Competencies:

  • 1-3+ years of hands-on, top-down product deployment experience including software and instruments, preferably in an internationally recognized quality management system (i.e., ISO 9001 or cGxP) environment.
  • Experience in handling support tickets using the Salesforce system
  • Good understanding of support processes
  • Can monitor, triage, follow up and close the tickets in SalesForce.com
  • Knowledge of any ticketing tool like Jira, Salesforce or ServiceNow is required
  • Experience in user administration work for custom applications and job monitoring skills
  • Good troubleshooting, problem-solving and analytics skills
  • Strong team player and should have good communication skills.
  • Proactive and independent ability to resolve technical issues while functioning in a support-team structure
  • Experience interfacing with enterprise level relational database management systems (e.g., Oracle or SQL Server), would be advantageous.
  • Extensive troubleshooting skill set with computer systems running on Windows 7 & 10 and Oracle databases.
  • High degree of manual dexterity and mechanical aptitude in repairing and maintaining sophisticated electro-mechanical instruments that incorporate computer-based technologies and software.
  • Excellent time/task management, interpersonal communications, and writing skills with high attention to detail.
  • “Hands on” personality with a proven ability to work effectively in a team-oriented environment.
  • Highly motivated and self-sufficient.
  • Extensive troubleshooting skill set with computer systems running on Windows 7 & 10 and Oracle databases.

Qualifications:

  • Bachelor’s degree in an engineering, science or technology-oriented discipline.
  • Preferred minimum of 1 years of hands-on, product deployment experience including software and equipment, preferably in an internationally recognized quality management system (i.e., ISO9001, or cGxP) environment.
  • Experience with installing and/or configuring Oracle® database deployments would be advantageous.
  • Excellent time/task management skills.
  • Demonstrated ability to work in a sales and service organization providing top-notch customer service and support, preferably to pharmaceutical or biotech organizations.
  • Solid experience with MS Office including MS Word, Excel, Outlook, and PowerPoint software packages.
  • Excellent oral and written communication skills.
  • “Hands on” personality with a proven ability to work effectively in a team-oriented environment.
  • Language proficiency: English (primary).

Travel Requirements:

Valid driver’s license needed. May be required for overnight global travel on a limited basis.

Physical Demands:

While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop; kneel; crouch, or crawl; talk or hear and taste or smell. The employee must occasionally lift and/or move up to 20 pounds.

Work Environment:

Moderate noise level associated with open office work environment and site conditions. Global travel may present the employee with noise, temperature, and/or humidity that deviates significantly from the level of each one associated with a typical open office environment and site.

The above statements are intended to describe the general nature and level of work being performed by people assigned to do this job. They are not intended to be an exhaustive list of all responsibilities and duties required. The statements are also not intended to be a contract or a limitation of responsibilities.

*External and internal applicants, as well as position incumbents who become disabled as defined under the Americans with Disabilities Act must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case by case basis.